The answer to this question seems obvious…well it should be. And the standard response we get is, “Damn straight!” However, what we are finding is that the standard response is only half right. Why? Because most call center environments we get into contact with, have been set up for quantity first and quality second.[…]

Almost all of us have either read, watched or been told the story of the mighty fire-breathing dragon who is terrorizing the people for centuries until one day a brave knight took it upon himself to gather his army and go and slay the dragon. It is obvious that this is a story but[…]

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